Senior Executive - Customer Experience
Company: EXL
Role summary
Senior Executive - Customer Experience is a role at EXL in Pasay, Metro Manila, Philippines (on-site). Posted 2026-08-19. Experience level: 0-2. No degree required.
- Job title
- Senior Executive - Customer Experience
- Company
- EXL
- Location
- Pasay, Metro Manila, Philippines
- Work arrangement
- on-site
- Category
- Software Engineering
- Experience level
- 0-2
- Degree required
- No
- Date posted
- 2026-08-19
You’ll love this opportunity to jump into a customer-focused role at EXL where your actual experience counts more than a diploma. It’s a fantastic way to build your career in a supportive environment that values practical communication skills and a passion for helping people.
Job description
Classroom Management/Modules/Up-training/Initiatives/Quality
Monitor calls of agents to identify behaviors, coaching and learning needs on soft skills pertinent to call handling and customer experience.
Conduct one-on-one coaching with agents to develop or enhance ideal customer experience behaviors.
Conduct learning sessions on customer experience for both agents and support (Ex. AMs).
Develop materials and conduct Foundation Skills Training (FST) when needed.
May help the CE AM and/or CE LAM prepare for and/or conduct learning and development sessions for support.
Help the CE AM and/or CE LAM gather, measure and analyze data to gauge the effectiveness of the CE projects program and its parts/projects on a regular basis.
Conduct agent interviews to gauge customer service orientation and communication skills trainability.
Protects the confidentiality of client and adheres to company policies regarding confidentiality.
Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Conduct special induction with new hires to make them aware of the company culture and the work they need to do.